Customer Service Training Seminars:
Our customer service seminar teaches by doing with less than 15% lecture and 85% hands on
activities. Participants learn by Doing and not by being told. Exercises are
practical, realistic, fun and are skill based.
To maximize your customer
service teams effectiveness we suggest our custom, private
customer service seminars offered in house at the location of
your choice, usually in groups of 6 or more.
Contact
us for a free consultation on how we can best service your
training needs.
Seminar Objectives:
In our Exceptional Customer Service one-day seminar
participants will:
- Understand how to handle inquiries and/or complaints in
ways that create improved, lasting relationships with your
customers or clients.
- Learn to promote positive "chemistry" between
your company and your clients by recognizing and
responding to the needs of each individual.
- Learn how to handle doubt, misunderstandings, and
objections.
- Acquire techniques for seeing issues from clients'
perspectives, creating value-adding options for clients,
and making sure clients recognize the added value they are
getting.
- Learn how to gain agreement from clients and reinforce
mutually satisfying long-term relationships.
Customer Service Training:
Customer Service Seminar - Should Customer Service Professionals Cultivate a Bedside Manner?
A very slick Hollywood movie from a few years ago presents customer service professionals with a fascinating scene.
In a hospital a bedridden woman is moaning loudly, casting expletives at everyone in sight. Obviously she is in excruciating pain from a badly broken leg, and her husband asked the seasoned nurse whether such loud and abusive verbal eruptions are "normal."
"Perfectly normal," the nurse replies in a knowing and serene tone, girded by a New Englander's steadiness. "The bone marrow seeps into the blood," she explains, and sufferers could be expected to not at all sound or behave like themselves.
This scene is an emblem of what I believe health care and customer service should be. The nurse was knowledgeable, calm, empathic, clear, and steady, even as the harried husband and his anguished wife were nearly careening out of control.
I've often wondered, why aren't more customer service people, especially in businesses, like that nurse, who went on to soothingly repeat the salve, and “It will pass."
A few reasons come to mind:
(1) Senior, professional nurses are perceived as the treasures they are. Great effort is invested in many of the best hospitals to retain these practitioners and to have them mentor less experienced staffers. Comparatively, customer service ranks experience much more employee turnover and a lack of consistency in training and development.
(2) Nurses and doctors consciously deal with people in pain, and understand as helping professionals it is their job to work through and despite the challenges and distractions pain presents. Customer service people believe that conflict-one of pain's manifestations-- is unusual and something to be avoided or suppressed. Instead of dealing with it as if it is normal, they tend to perceive it as a threat and often they interpret negative communications from customers as being personal attacks.
(3) Medical professionals, even the steeliest among them, are aware of the ideal practitioner, who is not only technically competent, but also a source of warmth and comfort in distressing circumstances. The "bedside manner" that is a role-goal in medicine has no equivalent in business. I've never heard of a CUSTOMER SERVICE REPRESENTATIVE that seeks to cultivate a "phone-side manner," unless of course they come from a health care setting.
Turn on your TV and you'll see heroic health professionals performing life-saving activities in numerous shows. But when customer service cubicles are shown in the media, their occupants are often satirized and trivialized.
Perhaps those of us in customer service and customer satisfaction should pay more attention to colleagues in kindred fields, not only for behavioral tips, but also for occasional customer service inspiration.
Source:
Dr. Gary S. Goodman:
link
Article Content: Customer Service Seminar
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us for a free consultation on how we can best service your
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